[Hiring] Customer Service Agent @Cloud5 Communications

Role Description

As a Customer Service Agent, you will support guests by phone and email, helping them book, modify, or cancel hotel reservations. You will deliver high-quality customer experiences while identifying opportunities to enhance each stay through upgrades and promotions. This role requires strong communication skills, attention to detail, and a sales-focused mindset, with a goal of converting each interaction into a successful booking.

A dedicated, quiet, and private workspace with a door is required, along with an ergonomic desk and chair. Company-provided equipment must be plugged into a surge protector and hard-wired to a modem with high-speed internet (no Wi-Fi or extenders). Workspace setup and internet speed will be assessed for compliance.

What You’ll Do (Essential Responsibilities)

• Respond to guest inquiries via phone and email with professionalism and efficiency
• Assist customers with booking, modifying, and canceling hotel reservations
• Promote available upgrades, offers, and services to enhance the guest experience
• Accurately document customer information across multiple booking systems
• Follow established call flows and sales processes to meet performance metrics
• Identify sales opportunities and confidently overcome objections to close bookings
• Maintain up-to-date knowledge of client promotions and offerings
• Represent the client’s brand with a high level of professionalism
• Use tools such as soft phones, email, web browsers, and internal systems
• Complete all assigned training and stay current on procedures and expectations

Qualifications

• Strong written and verbal communication skills
• Customer-focused mindset with the ability to adapt service style as needed
• Sales-oriented approach with the ability to convert conversations into bookings (preferred)
• Fluency in English (Spanish/English bilingual is an asset)
• Strong organizational, problem-solving, and multitasking abilities
• Ability to work in a fast-paced, metric-driven environment
• Team-oriented attitude with solid interpersonal skills
• Proficiency with basic computer applications and web-based systems such as Outlook and MS Suite
• High school diploma or equivalent
• Ability to pass a criminal record check
• Must be legally entitled to work in Canada (citizen or permanent resident)

Requirements

• Previous experience in a call center, sales, or hospitality environment (asset)

Benefits

• $16.40/hour
• Shift premium for hours worked between 9 PM – 6 AM
• Referral bonus up to $500
• Performance-based bonuses (quality & sales)
• Medical & vision after 3 months
• Dental after 6 months
• RRSP & TFSA options after 6 months (Manulife)
• Company RRSP match (up to 3%) after 1 year
• Optional critical illness coverage